Customer Service Representative
Customer Service Representative
About the Role
We are currently advertising a permanent position in our Equity Release team as well as a permanent & a 6 months FTC in our Savings & Retirement team.
As a leading UK life and pensions mutual insurer with a proud history dating back to 1843, we exist to help people live financially confident lives protecting their income while they work and maximising it when they stop. Today, over one million members and customers trust us to look after their futures, families and finances.
Joining us means becoming part of a team that puts our members, customers and advisers at the heart of everything we do.
Were committed to creating an inclusive culture where colleagues can thrive. We are proud to have built a workplace where our colleagues feel welcomed, respected, supported and valued reflected in our recognition as one of the Financial Times UKs Best Employers in 2025 and 2026.
We celebrate individuality and believe our differences make us stronger, so bring your true self and help shape the future of LV=.
At LV= Life and Pensions, were fully committed to ensuring that our customers trust us to protect their families, finances, and futures thats why we keep them at the heart of every decision we make. In fact, doing the right thing is what unites all 1,200 of our people, driving us forward as we shape tomorrow, together.
Youll work 37.5 hours per week (Monday to Friday between 9am-5pm). No weekend work. Overtime is available where there is a business requirement.
We offer a hybrid working model; however, your presence will be required in our Hitchin office.(Full time office working until after an initial training period of 6 months).
Salary is . Your salary will also have the potential to increase as you progress through our career development framework when milestones are reached.
About You
Were looking for people of all walks of life to join our team, who will be friendly, kind, ambitious, passionate, empathetic and caring! If you are all of those things, youre who were looking for. We thrive on the benefit of everyones differences and love to learn from each other - being totally committed to equal opportunities opens up massive benefits, not just to our organisation and people, but also to our members and our products. Whoever you are, whatever you are and in whatever way you identify, youre welcome here.
Within your role as part of our busy Customer Response Teams, you'll focus on maintaining contact with our customers, predominantly via telephone communication or by email.
You may be dealing with customers who are making claims on existing policies, meaning that some people you speak to will be bereaved and in need of our compassion and care. You may also be dealing with new policy creation by speaking with our team of Independent Financial Advisors, these conversations are crucial to providing the best possible experience for our new customers and driving our values into each conversation.
Some of these calls may be a little difficult, but well always support you. Youll be providing care and support to people during challenging points in their lives your contact with them could have a really positive impact during an otherwise difficult time.
Our team is massively supportive and everyone around you will help each other. Youll be trained and mentored to make sure you know the systems and processes inside out, as well as learning how to deal with the tougher scenarios. One thing were good at? Celebrating success and a job well done!
So if you enjoy being on the phones and are looking for a role where you can really make a difference and help others, this is it! Dont miss your chance to join us!
Key Responsibilities
Whether youre joining us from a similar role in Customer Services or looking to kick-start your career in this field, we want to speak to you. Youll need to:
Have experience of providing outstanding customer service, whether that's in retail, hospitality, or perhaps healthcare
Be a team player who enjoys working with others
Be compassionate and caring
Have great communication skills and a real talent for making customers feel special
Be a fantastic multi-tasker
Be able to use your initiative to solve problems and create solutions that delight our customers
Be good with words and numbers, and pay strong attention to detail
Be supportive, respectful, and courteous to all your new colleagues.
Although it can be tough dealing with calls of this nature, it is thoroughly rewarding being able to make one thing just that little bit easier for customers and their loved ones.
This Role is Band A in the LV= Structure.
At LV= Life and Pensions, youll go above and beyond to do the right thing for our customers and well reward you with an attractive, competitive salary and benefits package in exchange for your hard work, including:
26 days' holiday which increases after two years service to 28 days
The opportunity to buy or sell up to five days holiday
An annual bonus scheme based on company and personal performance
Cycle to work scheme
A competitive pension for which LV= Life and Pensions will double match the amount you pay, up to 14% - subject to National Minimum Wage requirements.
Youll receive up to 20% discount on our life products for you and your immediate family.
We have a fantastic new coffee lounge where you can relax, socialise, and enjoy a delicious drink and snack.
Free tea and coffee-making facilities are also available in the office, including dairy and dairy-free milk
Free book-swap scheme for you to find what you love, whether it's a thrilling tale or romantic novel
Access to on-site Mental Health first aiders and our free, 24-hour employee EAP helpline
Were proud of our inclusive culture at LV= and, as an equal-opportunity employer, we continually work to remove unconscious bias from our recruitment process. We value our colleagues for what they bring to our team regardless of any protected status or characteristics they may have. Talk to us about flexible working as part of your application; if its right for you, our members and customers, and our business, then well do everything we can to make it happen.
Please note that we are unable to offer Skilled Worker Visa Sponsorship for this role. Therefore, you must ensure that you are eligible to work in the UK without our sponsorship in order for your application to be considered.
Go on, bring your true self to LV=.
